Practicum Report

Practicum Report

Reasons for choosing Tien Thinh hotel
There are reasons for choosing Tien Thinh hotel where I practice.
Firstly, it hotel is ideal residence of many customers when they stop in Da
Nang city. It has advantageous location. It is near city centre, station and
airport. Besides, Tien Thinh hotel is near famous landscapes and history
traces.

Nội dung Text: Practicum Report

Practicum Report Supervisor: Nguyen Thi Thao
I. INTRODUCTION
1. Reasons for choosing Tien Thinh hotel
There are reasons for choosing Tien Thinh hotel where I practice.
Firstly, it hotel is ideal residence of many customers when they stop in Da
Nang city. It has advantageous location. It is near city centre, station and
airport. Besides, Tien Thinh hotel is near famous landscapes and history
traces. Morever , the hotel have enough equipment and services make
customers who is very comfortable. Therefore, Tien Thinh hotel attracted
many customers and from that I learn many thing there. Secondly, majority
of officers in the hotel who are cruited known English and majority of
customers are foreigners. The hotel which are cruited known English and
majority of customers are foreigners. Therefore, English is usually used
here. From that, I can practice English which I has learned for 3 years. To
sum up, two reasons: ideal residence and role of English in Tien Thinh hotel
which I choose it where I practice.
2. Students’ duty at Tien Thinh hotel
My job in Tien Thinh hotel is receptionist
II. BODY
1. General introduction process of Tien Thinh hotel
1.1. Deverlopment process of Tien Thinh hotel
Name : Nguyen Thi Bich Loi Page: 1

Practicum Report Supervisor: Nguyen Thi Thao
1.5 Produces of the Tien Thinh hotel
Room
Sourverner
Food
Minibar
Air ticket
Laundry
1. The role of English in Tien Thinh hotel
English play important role in Tien Thinh hotel. Firstly, English is
used to contact with foreigners. Nowadays, English nopt only is second
language of some countries but also is common language whole the
world especially in tourism field without espect Tien Thinh hotel.
Morever, majority of customers of the hotel come from many different
countries such as China, Singapore, Thailand, French,
America……..Majority of them use English which is main language to
contact with officers in the hotel. Therefore, when officers of the hotel
know English, they easily do procedures and exchange some necessary
problems. Secondly, English like as a tool which isn’t lack in the tourism
branch generally and in Tien Thinh hotel individually. English is a bridge
to bring uor tourism branch to the world tourism. Sum up, English is an
useful tool in Tien Thinh hotel
2. Detailed receptionist description
Name : Nguyen Thi Bich Loi Page: 5

Practicum Report Supervisor: Nguyen Thi Thao
2.1 Role of receptionist receptionist
• Is appearance of the hotel
• Bridge between the hotel and customers
• Solving complaints of customers
• Meeting needs of customers and bringing profit to the hotel
• Helping other department to act more effectively
• Promoting produces and services of the hotel
2.2 Duty of receptionist
• Welcome customers
• Introduce and sell tourism produces of the hotel
• Receive reservation and arrange room for customers
• Do procedures for customers of the hotel
• Support information for customers
• Implement information about telephone an other services
• Receive and solve complaints of customers
• Observer and sum up expenditure of the hotel
• Check out
• Connect marketing department to promote and sell tourism
produces of the hotel
• To hand over and receive shift
• Sum up situations of customers who come to and go out on one
day
2.3 Working process of the reception in the Tien Thinh hotel
When customers came to the hotel. Receptionist welcomes them
and suggestion help. If customers check in, receptionist asks them to
have reservation or not
If customers have reservation, receptionist check name and some
information
If customers don’t have reservation, receptionist needs to ask:
 Type of room which customers want to reserve
 Time of residence
 Other requirement of customers
 Price and payment method
 Telephone number
 Passport (if foreigners)
Name : Nguyen Thi Bich Loi Page: 6

Practicum Report Supervisor: Nguyen Thi Thao
After that, receptionist notice information and regulations of the
hotel, deliver the key to customers and take them to their room. After
customers come in their room, receptionist must finish works:
 Finish the file
 Complete procedures for customers
 Put information in computer to keep and watch for room
situation
 Notice new customers to other department
Receptionist knows every information during residence process
and solves every complaint of customers
Finally, liquidate money when customers check out. Receptionist
calls to house keeping check room. After that house keeping inform back
to receptionist. Receptionist will liquidate money for customers and say
goodbye and wish
2.4 Service process of the reception in Tien Thinh hotel
 Delivery and receipt of the key customers
After customers receive room procedures, receptionist
deliver the key and remind them carefully hold the key and
return their key to receptionist when they go out
When customers come back. If employees don’t remember
the face of customers. When they get key to the receptionist
who recommended them view card or check name before
delivering key.
 Provide information to customers
Receptionist provide information in the hotel and local
attractions, the entertainment zone, events happen on location,
socio-economic situation in the locality, the address telephone
number of the bank, embassy,….
 Preserving valuable property and luggage of customers
Receptionist require customers declare all the items on the
declaration forms
Customers give valuable property and money to an envelop
by themselves and then they tick again and affix a seal
Customers write name and number of room on an envelop.
Customers and receptionist sign on votes (from page posts)
Receptionist move page post to the safe of the hotel
When receptionist deliver page and luggage to customers,
receptionist require customers to give a receipt and check in carefully.
Name : Nguyen Thi Bich Loi Page: 7

Practicum Report Supervisor: Nguyen Thi Thao
Receptionist deliver the private envelop and require them to check
again and assign receipt
 The alarm
Receptionist record the exact time and date that customers require
on the alarm notebook or shift notebook
Receptionist check carefully alarm time on the alarm system of the
hotel .
Step of the alarm:
Greeting and suggestion help
Ask customers that the alarm in what way:
Automatic alarm
Direction alarm
Alarm by telephone
Ask customers number of room, time, date of the alarm carefully
alarm process:
Alarm by telephone
Step1: Greeting, introduction name and department
Step2: Notice current time
Step3: Wait customers answer
Step4: Say goodbye and wish
Direction alarm
Step1: Knock, press the bell, wait customers answer
Step2: Greeting, introduce department name
Step3: Notice current time
Step4: Say goodbye and wish
 Changing room
Receptionist research reasons why customers want to change room
_ Check availability of the room
_ Notice other department to clean the room every day
_ Notice posters to help them change room
_ Receptionist ask customers about information:
Number of room
Name
Transport method
_ Reconfirm the information
_ Say goodbye and record notebook
_ Notice other department
 Reservation air ticket
Name : Nguyen Thi Bich Loi Page: 8

Practicum Report Supervisor: Nguyen Thi Thao
Receptionist ask customers:
_ Name
_ Number of room
_ Quantity
_ Flight time
_ Destination
_ Class
 Reservation table in restaurant
Receptionist greets, suggests helping and introducing restaurant
of the hotel, asks customers for choosing food by themselves or
according menu
If they want to choose food by themselves, receptionist introduces
location of restaurant, opening and closing time.
If customers want to follow fixed menu of the restaurant, receptionist
implement:
Step1: Introduce menu so that customers choose by themselves
Step2: Ask customers information;
Time
Service method
Quantity of meal on one day
Payment of method
Step3: Check again information
Step4: Say goodbye and show respect
Step5: Write down notebook and notice restaurant department
 Solving complaints
When there are complaints of customers, receptionist have to:
Listen problems of them
Find out main content and write down
Express sympathy with them
Apologize
Thanks
Explain necessary something to do and implement immediately
Write down and report appropriate
Monitor to ensure everything which is conducted
Check customer satisfaction
Receptionist needs to keep claim, shows their understanding,
no argument, apologizes, no put the blame for others, no promise
anything beyond the powers with customers
Name : Nguyen Thi Bich Loi Page: 9

Practicum Report Supervisor: Nguyen Thi Thao
4. Observation and reflection
4.1 Advantage of receptionist
All receptionist of Tien Thinh hotel work actively, enthuslastically and
friendly
Each receptionist have consciousness with business activities of the hotel.
Receptionist combine and help each other in the work. They combine to other
department the best service for customers.
Receptionist ready to support every information for customers. If customers
have complaints, receptionist always solve quickly and skillfully situations. They
always create good impressions, confidence, satisfaction about the hotel for
customers.
4.2 disadvantage of receptionist
Costume’s receptionist don’t really attract customer. Although receptionist
wears “ao dai” every day. “ao dai” of each receptionist has different colour and
type. This thing don’t create unified and aesthetic hotel
Receptiomist coordinate unclosely to otjher departments to solve thoroughly
during residence process. Sometimes, requirements of customers aren’t
implemented quickly (example: customers require receptionist to bring minibar to
their room on 2 or 3 times)
Working process of some receptionist is slowly. This thing take a lot of time
and influence service process of the hotel.
3. Solution:
3..1 Solution 1: date 20th, April
The group of Mr Khanh resided in Tien Thinh hotel go out and have some
problems. Therefore, they can’t come back the hotel to check out at 12 o’clock.
While the group of Mr Thanh require to check in before 12 o’clock
Solving: receptionist call to tour guide of the group and tour
guide said that they will check out later. Receptionist suggest the group of Mr
Thanh go to lunch and then come back the hotel and they agreed with receptionist
3.2 Solution2: date 1st, May
Mrs Marry resevated dulex room (302) from 30th, May to 1st, May in Tien
Thinh hotel but she stay to add 1 night (on 2nd,May)while Mr Smith reservated dulex
room (302) for nights from 2nd to 5th, May. When Mr Smith check in, the room
which he reservated isn’t available and all room in the hotel aren’t available
Solving: receptionist apologized and explained to him about this situation.
Receptionist suggested introducing for him to other hotel with equivalent class or
better but Mr Smith don’t agree. Receptionist persuaded and said that Tien Thinh
hotel will pay extra expenditure. At the moment, Mr Sith agree with receptionist
3.3 Solution3: date 25th, May
Name : Nguyen Thi Bich Loi Page: 10

Practicum Report Supervisor: Nguyen Thi Thao
At night, Mss Diana call to receptionist require to change room because her
room have ghosts
Solving: receptionist listen customer’s complaints seriously, show
sympathy and no argue. After that, receptionist check availability of room but all
room in the hotel aren’t available. Receptionist explained that this is a fancy and the
hotel have always on duty guard but Mss Diana don’t agree. And then, receptionist
promises that they change room for her if there are customers to check out
tomorrow.
3.4 Solution4: Date 17th, May
Mr Peter stayed in 302 for 3 nights in Tien Thinh hotel. When he check out,
he required receptionist to reduce price for him because his room have bugs. It made
him feel uncomfortable.
Solving: Receptionist apologized and promised that this problems
won’t repeat. After that, receptionist explained that up to now the hotel have ever
had this event to happen. Receptionist apologized him again. Then, receptionist
asked idea’s manager about this situation.
III. CONCLUTION:
1. Summary:
During practicum process in Tien Thinh hotel. I known arrangement system
department of a hotel and working process of the reception. Besides, I also learned
some ways to solve complaints of customers.
2. Learned Lesson
In contact with customer process, receptionist must be happy, open-heart,
friendly make them fell comfortable and wish coming to here later
When solving complaint of customers, receptionist must solve quickly, skillfully,
professionally, no hurt them.
3. Suggestions
Hotel
Regarding procedures: Tien Thinh hotel need to develop produces diversification
such as massage, bicycle for rent or cyclo for rent, etc……..
Regarding price: if customers stay at hotel for a long time, the hotel should hold
birthday party free or free breakfast
Regarding facilities: technique department enhance to maintain and recover
wrong equipments quickly. Morever, majority of customers is using Internet but wifi
of the hotel is weak. Therefore, Tien Thinh hotel needs to overcome this problem.
Name : Nguyen Thi Bich Loi Page: 11

Practicum Report Supervisor: Nguyen Thi Thao
Receptionist
Receptionist should connect to other departments to solve customers’ complaints
thoroughly
Receptionist need to have uniform in order to create an unified and aesthetic
hotel
Receptionist of Tien Thinh hotel need more flexible and active to solve
complaints and meet to needs of customers
Name : Nguyen Thi Bich Loi Page: 12